Support Operations Coordinator

Mantle

Support Operations Coordinator at Mantle Services, a fintech company handling customer support requests. Focus on relationship building and coordination across teams to enhance service efficiency.

Posted 6/26/2026full-timeBelfast • 🇬🇧 United KingdomMid-LevelSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

relationship buildingcommunication skillsexpectation managementattention to detailownershipproblem escalationindependent workingcollaborationstress managementagile learning

Industry Keywords

support requeststicket triageservice improvementprocess documentationcustomer experienceoperational efficiencystakeholder managementknowledge resourcescomplex problem resolutiontransparency

About the role

Key responsibilities & impact

Coordinator for incoming support requests, ensuring tickets are accurately triaged, monitored and progressed to resolution.
Ensure support tickets are accurately logged, categorised and maintained to support reporting and service improvement activities.
Build trusted working relationships with Subject Matter Experts across the business to ensure timely responses and resolution of customer issues.
Proactively follow up on outstanding actions, maintaining momentum and removing barriers to progress.
Communicate clearly and professionally with clients throughout the lifecycle of support requests.
Managing customer expectations through transparent communication, prioritisation and regular updates.
Coordinate effectively across multiple teams and stakeholders, balancing competing priorities and urgent demands.
Support the development of support playbooks, knowledge resources and process documentation.
Identify opportunities for continuous improvement, helping to enhance both customer experience and operational efficiency.
Assist with the triage of user issues and coordinate the resolution of more complex system or product-related problems.

Requirements

What you’ll need

Quickly establishes credibility and rapport with a wide range of people.
Builds positive working relationships with busy, experienced and senior stakeholders.
Uses influence, diplomacy and persistence to achieve outcomes without relying on authority.
Exceptional written and verbal communication skills.
Confident communicating with clients, colleagues and senior stakeholders.
Skilled at managing expectations, providing updates and handling difficult conversations professionally.
Able to manage multiple priorities simultaneously while maintaining attention to detail.
Takes ownership of issues and follows through on commitments.
Knows when to escalate risks or concerns before they become larger problems.
Comfortable working independently while collaborating effectively with others.
Maintains focus and composure in a busy environment.
Ability to thrive under pressure and respond positively to changing priorities.
Agile learner - quick to learn new processes, products and ways of working.
Comfortable working alongside technical specialists without necessarily being a technical expert.
Curious, proactive and willing to investigate issues and ask questions.

Benefits

Comp & perks

Flexible working hours
Professional development opportunities